Charles Molapisi is MTN Zambia’s new CEO, and he’s all about customer experience!

MTN Zambia has had a new CEO for the past month and we got to meet him at a tour organised for MTN’s high-value customers (HVC) to see their customer service and network operations centres at the MTN headquarters here in Lusaka.

The new CEO’s name? Charles Molapisi. According to his profile on Yatedo, Molapisi joins MTN Zambia from MTN Nigeria where he worked as Chief Information Officer since 2012 and General Manager for IT Infrastructure from 2009. Before that, he worked for Telkom South Africa from 2002 to 2009 serving in various management positions including being the General Manager for key data centres in Pretoria and Cape Town.

In an interview with us at the HVC tour, he spoke to us about what he intends for the mobile operator here in his new role, saying,“A lot of good work has been done by the previous leadership, but the telecom business changes everyday in real time. What I believe I’ll be able to do is uplift the business to take it from where it is, and mainly look at its digital transformation which we’re all shifting to.”

On customer service, Molapisi wants customers to be able to provide feedback to MTN and also to ensure that in-house, all customer service centre agents and all parties that work with them in the back offices are trained and know how to deal with either positive or negative feedback from subscribers.

That is why MTN has introduced a Whatsapp number for customers to talk directly to its customer care. See below:

He also talked about diversifying the business and generating more revenue streams, looking into working with the business enterprise sector and improving the MTN Mobile Money service. He also wants to improve access to the internet on the network.

“Internet data penetration in Zambia is still very low”, Mr Molapisi added, “and there’s some signifance that MTN can make in that area as well.”

Asked on whether there are plans to lower the cost of internet data bundles he responded saying he was not able to discuss prices that at the moment but the strategy was to optimize the service for subscribers depending on the market’s positioning.

He also stated how proud he was to have MTN voted as the mobile operator with the best customer service in a poll carried out right here at Techtrends on our social media platforms.

We wish Mr Molapisi all the best as he takes on the rolle of steering the y’ello ship in the telecoms sea of 2 other crews. We’ll be watching its progress, as usual…